Customer service

Recent chemical incidents in Washington and California highlight the peril of forgoing pollution coverage, writes Dennis Willette, SVP and head of environmental at Westfield Specialty Insurance.

Clients now expect a baseline level of technology options from brokers, the company's 2026 Broker Services Survey finds.

The property-and-casualty insurance industry is undergoing a major digital transformation with the rise of generative artificial intelligence, writes Abhishek Peter, manager of digital marketing at FECUND Software Services.

Insurance companies are sharing their AI success stories with a focus on specific niches: controlling churn, fielding customer calls, slashing underwriting time and more. But even the biggest proponents of AI know it has limits.

Connected systems can help consumers understand each stage of the life insurance journey and ensure a more seamless, less fragmented consumer experience.

Virtual and mixed reality still have value for internal use and customer experience, even if other industries are moving on, writes Mark Klein, Chief Digital Officer at ERGO Group AG.

Legacy infrastructure, data challenges, workflow integration issues, regulatory concerns and skill shortages remain key obstacles in 2026

The carriers that are getting it right aren't using AI to replace adjusters.

As more policyholders shop around, insurers are applying AI in many ways to entice them to stay, executives from LexisNexis, Gallagher and Chubb say.

Insurance companies are unknowingly turning away customers when technology fails both the applicant and the human handling customer service, writes Michael Podgortsev, director of data and AI strategy, speaks from personal experience: A hum

Travelers made a major bet on AI when it committed to developing its own in-house large language model, TravelersLLM. CTO Mojgan Lefebvre discusses how the company determines the technology's success.

The agents that report increased client retention are also more likely to have a positive opinion of using AI, according to Liberty Mutual's 2026 Independent Agency Growth Study.

Many insurance agents are planning to increase their use of AI but many aren't using it yet, according to the Association for Independent Insurance Agents Agents Council for Technology tech trends report.

Fraud prevention is the foundation for trust at scale, shaping how confidently customers engage.

Young shares the story of his company and his vision for the future of the insurance industry and the impact of AI.

Advancements in estimating tools are helping insurers deliver faster and seamless digital claims, writes Marc Rothchild, EVP and head of claims at Xceedance.

AI-powered platforms have collapsed the production timeline for a professional TV commercial from weeks to hours. But the agents who are getting real value out of TV advertising right now aren't just putting campaigns out. They're building frameworks for reading what comes back.

A quick quote and great customer experience does the rest.

Investments in hyper-personalization, AI targeting, digital transformation and marketing are taking precedence over customer expectations, the credit bureau finds in its latest study.

Carriers that deliver communication quality, clarity of instructions, compassion from staff, and a single dependable point of contact were remembered and chosen again.